Front Desk Agent

Job Title: Front Desk Agent

Job Overview

We are seeking dynamic and self-motivated Front Office professionals who are eager to advance their careers. As a Front Desk Agent, you will play a crucial role in ensuring guests have a memorable experience by providing professional and customer-focused service from their arrival to departure.

Responsibilities

- Guest Service:
- Provide prompt, courteous, and efficient service to all guests to achieve high levels of customer satisfaction.
- Personally greet guests by name (if known) and escort them to their room to make them feel expected and welcomed.
- Assist guests with inquiries or requests related to hotel activities and local services.

- Hotel Knowledge:
- Maintain up-to-date knowledge of hotel information, local services, operating hours, promotions, events, and attractions to effectively respond to guest queries.
- Demonstrate a complete understanding of hotel policies, procedures, service standards, and facilities.

- Front Desk Operations:
- Maintain awareness of rate levels to be sold and occupancy levels on a daily basis.
- Accurately administer Front Desk cashiering standards, complying with all systems, policies, and procedures.
- Process accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems.

- Confidentiality:
- Maintain guest privacy by ensuring that no details of guests are disclosed to unauthorized parties.

Desired Candidate Profile

- Education & Experience:
- Ideally, a degree in Hospitality or a related field with prior experience in the Front Office Department of a hotel.
- Excellent written and verbal communication skills in English. Knowledge of an additional language is advantageous.
- Computer literate with experience in Opera (preferred).

- Knowledge & Competencies:
- Customer-driven with a proactive, charismatic, and approachable personality.
- Ability to work well under pressure in a fast-paced environment.
- Strong interpersonal and problem-solving skills.
- Ability to work effectively with a multi-cultural team and interact with guests from diverse backgrounds.

- Core Competencies:
- Understanding the Job: Clear grasp of job responsibilities and expectations.
- Taking Responsibility: Accountability for personal and professional actions.
- Recognizing Differences: Awareness and appreciation of cultural and individual differences.
- Customer Focus: Commitment to exceeding guest expectations.
- Adaptability: Flexibility in handling varying tasks and guest needs.
- Teamwork: Effective collaboration with colleagues to achieve common goals.